Univerx Workforce
Capacity planning
Capacity planning looks months ahead: how many people with which skills do you need, what does it cost, and what changes when a channel grows or AI agents take over routine requests?
Building blocks
Capacity planning in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Months, not days
Demand and staffing over quarters and years, based on the long-term forecast.
What-if
Scenarios side by side: more volume, a new channel, longer hours, a larger self-service share.
Hiring and training
Lead times for hiring and onboarding feed into the point when capacity is really available.
Budget in view
Every scenario shows the staffing need as a cost frame too, using your own rates.
#The question behind the budget
Once a year, management asks: how many people will service need next year? The honest answer depends on assumptions. Will volume grow? Is a new channel coming? Will AI agents take over part of the routine?
Capacity planning makes those assumptions visible and calculable. Instead of one number you get several scenarios, each with its demand, its cost frame and its preconditions.
#Scenarios side by side
A scenario combines the long-term forecast with a handful of assumptions. You move one slider and see at once how demand and cost shift month by month.
| Assumption | Example | Effect in the scenario |
|---|---|---|
| Volume | New product from the second quarter | Higher demand in the queues affected |
| Channel mix | More chat, less voice | Demand shifts between skills |
| Automation | Part of status requests handled by AI agents | Lower demand for that request type |
| Service hours | Saturdays until 6 pm | Additional weekend shifts |
| Attrition | Expected leavers per quarter | Hiring need with lead time |
#A scenario becomes the plan
Once a scenario is agreed, it becomes the target for hiring, training and budget. Univerx records which scenario applies and which assumptions it rests on. Month by month, the comparison with actuals shows whether the assumptions hold.
#Taking lead times seriously
Capacity does not appear on the day of the decision. A new colleague needs a hiring process, onboarding and a few supported weeks. Capacity planning counts those lead times and shows when a decision has to be made at the latest.
The same applies to training. When a team learns a second skill, it is missing from the first for the length of the course. The scenario shows the gap and the point from which the investment pays back.
How capacity, forecast and shift plan connect is explained in our guide Workforce planning in the contact centre.
Univerx Workforce
The right people at the right time, planned with the team.
One cycle from forecast to coaching: predict contact volume, plan shifts, evaluate quality, develop people. Co-determination is a design goal, not an afterthought.
Forecasting
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
- DSGVO
Scheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
- DSGVO
Quality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
- DSGVO
Performance & development
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
- DSGVO
Gamification
Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.
- DSGVO
Employee experience
Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.
- DSGVO
Frequently asked questions
Where do the cost rates come from?
From you. You store rates per role or site. Univerx calculates with them but makes no assumptions of its own about salaries or savings.
Can capacity planning take AI agents into account?
Yes, as an assumption in the scenario: what share of a request type is resolved automatically? Whether the assumption holds shows later when compared with actual volume.
How does it relate to scheduling?
Capacity planning says how many people you should have in a quarter. Scheduling assigns the people you have to the shifts of the coming weeks.
Related
ProductsAI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
Use casesContact centre modernisation
A guided move to the cloud, channel by channel rather than everything in one weekend. Connect existing telephony step by step or replace it via SIP, train teams and hand over operations without customers noticing.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
GlossaryWorkforce management (WFM)
Workforce management matches people to contact demand: forecasting, scheduling, intraday steering and agent development, run as a continuous cycle rather than an annual plan.
GlossaryForecasting
Forecasting estimates how many contacts arrive per channel, skill and interval and how long they take. That estimate becomes the staffing requirement every schedule is built on.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.